Digital Communications Operations Manager

Stenger & Stenger PC • Grand Rapids, MI

2h

About The Position

We are a law firm focused on creditors’ rights and debt recovery, and we are hiring a Digital Engagement Manager to help manage and enhance our digital outreach. In this role, you will create and optimize digital campaigns aimed at improving customer engagement and encouraging timely payment of outstanding debts—while maintaining excellent domain and sender reputation, legal compliance, and professional standards.

Requirements

• Bachelor’s degree in marketing, Communications, Information Systems, or related field
• 2+ years of experience managingdigital outreach, email operations, or deliverability-focused communication systems; experience in collections, legal, or financial services preferred
• Hands-on experience inemail delivery platforms (e.g., SendGrid), text delivery platforms
• Experience with compliance-conscious messaging in regulated industries
• Experience with domain and sender reputation management across all major email inbox providers
• Familiarity with Google Postmaster Tools, Microsoft SNDS, Yahoo Sender Hub, suppression management, bounce rate management, and external deliverability monitoring tools
• Strong communication, analytical, troubleshooting and project management skills
• Understanding of user experience and digital engagement best practices
• Familiarity with FDCPA, TCPA, and other relevant legal frameworks a plus

Nice To Haves

• Marketing experience within debt collection, legal recovery, or financial services
• Experience operating high-volume outbound digital communications
• Familiarity with payment platforms, secure consumer portals, and digital self-service tools
• Experience with segmentation strategies and inbox placement optimization
• Working knowledge of HTML for email templates
• Certification in digital marketing, email deliverability, or marketing automation platforms

Responsibilities

• Design and manage compliant digital outreach campaigns that encourage consumer engagement and resolution of outstanding balances through secure portals, education, and proactive communication
• Initiate, execute, and optimize high-volume email, SMS, and digital outreach campaigns to engage with consumers professionally and compliantly
• Manage email infrastructure and deliverability operations, including domain reputation, IP Health, inbox placement, suppression handling, and authentication protocols. Tailor these efforts based on the unique needs of each email service provider
• Maintain SPF, DKIM, DMARC, domain warming strategies and sender reputation best practices across mailbox providers
• Monitor campaign performance, deliverability metrics, bounce rates, spam complaints, and engagement data to improve overall communication effectiveness and maintain high sender reputation
• Troubleshoot deliverability and sender reputation issues, especially across Gmail, Yahoo, Microsoft, and Apple email providers
• Work closely with compliance and legal teams to ensure all digital messaging meets regulatory standards (e.g., FDCPA, TCPA) and internal company and client policies
• Collaborate with client services and IT to support seamless digital engagement
• Maintain and optimize the firm’s online payment portal and websiteto improve user experience and conversion
• Analyze campaign performance and make data-driven decisions to improve engagement and resolution rates
• Manage and monitor digital outreach efforts and retargeting strategies. This includes scheduling, segmentation, targeting, and audience management strategies
• Oversee the scheduling and content of outreach campaigns
• Evaluate, recommend, and implement new digital products, services, and strategies

Benefits

• Medical, dental, and vision benefits
• 401(k) with company match
• Paid time off and holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level